Support Engineer

at  iOCO

QUALIFICATIONS:

• Bachelor’s Degree in Computer Science

THE ROLE

We are seeking a highly skilled and detail-oriented Support Engineer with a passion for troubleshooting, problem-solving, and ensuring software reliability. Adept at providing exceptional technical support, identifying and resolving issues, and conducting thorough testing to guarantee product quality. Strong communicator with a customer-focused approach, capable of managing multiple tasks in fast-paced environments. Committed to improving user experience through efficient support solutions and continuous process improvements.

WHAT YOU’LL DO:

• Providing front-line primary technical support to end users on various technical issues and incidents relating to the Client’s Software.
• Service Desk management including:
• Logging and processing support tickets.
• Liaising with users and customer first line support to determine and investigate incidents.
• Resolution of support incident tickets in a timely manner.
• SLA and incident report management.
• Performing first line technical investigation into incidents logged before the incident is passed onto the developer team for more in depth investigation.
• Service desk optimisation.
• Support process optimisation.
• Customer and Support reporting definition and management.
• Testing, regression testing and customer testing support for bug fixes, enhancements, customisations and new features.
• Training and support documentation management.
• Training sessions.
• Driving compliance.
• Planning and communicating scheduled maintenance upgrades.
• Promote a culture of customer centricity.
• This role is critical to the success of the business as it is the primary touchpoint by which most end- users experience the business.